derekgreen

Hi Steve - I'm afraid I don't know what the wiki markup is! Could you explain in layman's terms? Thanks.

I've added our SLA's under the Services as suggested by Steven, looks fine to me! I also need to add a link to a user guide on our intranet, however there appears to be provision to add a hyperlink into the services. Any suggestions?

Looks good Steve - I had thought that adding the SLA's as a service on the Portal would be the way to go. I'd also like to display a link to a document on our intanet that gives general advice to staff regarding ICT issues, I suppose this would be achieved in a similar manner. Thanks.

Hi. Our auditors require us to display our SLA priorities on the User Portal alongside the various services available to users. Is this easily achievable? Thanks.

Hi Steve, Thanks for taking a look at this. The particular analyst in question has been assigned this role, I have now extended this to all of our analysts as we are a relatively small team and we all know what is required re approval of requests. I've asked my colleagues to let me know before they start the process on the next service request we receive so that I can watch and see what happens when they get to the point of approval. I'll let you know how it goes! Regards, Derek.

Hi. I need to grant all of our analysts access to answer the 'approval required' question in our service call process, at the moment it seems that I am the only one able to progress a service call beyond this point. Snip attached of node settings. Thanks!

Thanks Conor - I'll certainly look into this and try the changes you suggest.

We have just started using Hornbill in a Live environment, hope this will be an easy fix for someone out there. When my colleagues on Service Desk use the Raise New button to log a call - we are only using Incidents and Requests for the moment - the calls are logged but they aren't following the same process as calls logged on the portal. For example, the options to assign the call and amend the priority are not being displayed, and no notifications are being sent.. Any advice?

My mistake, schoolboy error! Thanks Conor.

I have added a new full user to our list of call assignees in Service Desk. However, I am unable to see his name in the drop down list of users when I want to assign a call to him. I have granted this user as many rights as his role requires. We are limited to ten user licences, but I had no issues when creating him as a user so I'm not sure what the issue is. I have attached a snip of his security settings.

Thanks Dan - it is good to hear that a fix is in the offing as we are a predominantly IE site.

Another plea for advice! Starting with calls raised on Friday 11th November we have been unable to expand the details view in calls when logged in as analysts. Strange thing is that this view is available in Google Chrome browser. Any advice?

Hi David, and thanks for the reply. I applied the latest update this morning and hope this resolves the issue going forward. Regards Derek.

had no issues with this until today. Call has been paused awaiting information from user, colleague tried to release the call and the error attached occurs. Any advice greatfully received!

Hi Dan - absolutely sure that the conf.json I posted is the one used for the import. Have been prompted to use new version, would it necessarily make a difference? Please see attached image of user details as seen in Hornbill. Thanks.

Hi Dave - we have set priorities one to five, with target resolution times for each. These priorities are set within the services menu on the analyst log in so I thought they would be common across the incident and service request BPM's, both of them have the auto tasks set to start and end the timer. Thanks.

Hi David, Looks like the Incidents are now reflecting the resolution timers but Requests still aren't. Do requests in Hornbill receive different treatment with regard to SLA's and timer settings? Thanks.

Hi David - thanks for the reply. The services for incidents and requests were not displayed as available but that didn't seem to affect anything a week ago. I've changed the status of both to available now. Incidents and Requests are both using the workflows we want them to.

Hi. I have set start and end resolution timers on our incident and service request BPM's - both were working as expected last week but suddenly they aren't. I also notice that the radio button in the Analyst display under the SL column displays 'resolution not in use' when you hover the cursor over it. I haven't changed anything in either the services or BPM settings. Can anyone help? Thanks.

Thanks Riz, I'll keep an eye open for that update.

I hope this will be something quite basic. As you can see from the attached snip, the LDAPMapping has an entry for JobTitle set to "", the LDAPAttributes entry reads description and this is what is appearing in our basic users details in System Admin. Can anyone advise?

Hi Riz - 2.36.4, updated yesterday. Thanks.

Hi Riz - we are using Internet Explorer, version 11. Thanks.

Thanks Riz - please see attached.

Hi. I have set up a dropdown set of responses in the Incident Service to allow users to give feedback, the star ratings work fine but when I changed it to allow the question the user can see the options but the 'submit' button does nothing. Is this an issue?